Team Leader, Insurance Operations at HUB International in Windsor, ON

Job description

A path for every ambition. At HUB, we believe the best work happens when people are given real space to grow and then given the autonomy to exercise it. We power progress and protect ambition: for the clients who count on us, and equally for the people who make that possible every day. We’re creative thinkers and determined doers, guided by values that show up in how we work together: with empathy, adaptability, accountability and a genuine commitment to one another’s success. We foster bold ideas, celebrate curiosity and share what we know. Because when people grow, the work they do grows with them. Our purpose is deeply human: to help people navigate the world on their terms, at their speed, toward their future. We hold that same commitment to the people building careers here. Whether you’re starting out or leveling up, you’ll find the resources to evolve, the support to take on more and a team ready to back you at every stage. Your ambition has a home here. The Role: We are currently seeking a Team Leader to join our team in a full-time, permanent role. Are you: Driven to succeed and excited about new challenges? Seeking an employer who invests in your personal growth and professional development? This opportunity could be tailor-made for you. Location: Windsor, ON - We offer in-office and hybrid work flexibility. Who we are: HUB Customer Central (HCC) is a leading insurance contact center in Canada. Our technology-driven and digital expertise is unique, making us an industry trailblazer. Why we’re different: In 2021, HUB won the prestigious Stevie Award for Employer of the Year - Insurance. This award recognizes the world’s best companies to work for and their ongoing commitment to the growth, development, and wellness of employees. We’re about communities too. HUB/HCC is committed to a formal program – HUB Gives – that encourages employees to donate their time, creativity, and passion to community causes. We believe in contributing to where we live, work and play. POSITION OVERVIEW The Team Leader, Insurance Operations is responsible for developing and supporting their employees, as well as coordinating the activities of their team to ensure that all goals are met within company standards. The Team Leader will participate in cross divisional process alignment discussions to maximize efficiency while maintaining a positive work environment and an effortless customer experience. DUTIES & RESPONSIBILITIES Support staff by identifying developmental needs through active monitoring of work activities and assist employees in reaching their full potential by completing regular performance reviews, coaching sessions, and creating individualized coaching plans when necessary. Recognize and encourage areas of strength and initiate corrective steps to address areas of concern through coaching opportunities and documenting important details. Collaborate with Department Managers and HR on employee performance and behavior issues including progressive discipline, up to and including terminations. Act as a technical and workflow resource for the team by maintaining a good working knowledge of all applicable data systems, portals, customer relationship management and policy management systems, providing procedural training, guidance, and feedback to the team. Handle and document the outcome of escalations and use the situations as developmental and coaching opportunities to avoid future occurrences. Actively participate in management meetings focused on evaluation of results and planning for anticipated volumes. With management, participate in cross divisional process alignment discussions and effectively communicate required information to staff. Assist with staff schedule coordination and oversee the time management system to ensure contact centre performance expectations are met. Participate in the interview and selection process of potential candidates and communicate results to HR with detailed interview notes and examples. Participa